Communication- Research Report

Introduction

Communication is considered to be the simple act where information becomes transferred or conveyed from end to the other. The sender of a message to the recipient is the major parties to the process of communication. From the perspective of the business context, as (Au-Yong et al. 2017, p.227) highlights that when connections are not handled in proper ways, then it has the potential to affect the performance of the business. The following research report considers the case study of Elizabeth Hardy and Mary Fisher, who are the owners of an Australian online marketplace, is subject to challenges. The issues of no-platforming, othering and exclusion, are the concerned areas for the owners stated above. Communication is nevertheless the understanding which happens between the parties to it for the exchange of information. The conversation does have an economic role, so, the benefits of it can be accrued by overcoming the challenges. This report aims to highlight the difficulties of communication with the plausible conflict resolution, supported by the conclusion. For this purpose, the report provides the multicultural group’s communication, while considering multiple strategies of it, and discusses the barriers within the communication.

Communication

Communication signifies the process which is adorned with the act of sending information. The model of the communication process can range from ideas getting conveyed via speech, or through visual presentation, in the form of writing etc. As the model highlights a sender, the receiver and agreeably the message to be delivered, so the presentation of it becomes crucial. The communication must be conveyed so as to offer a meaning to the information. Depending on the process of how communication is conveyed, it can be divided into several types. The types of communication can be subdivided broadly into five categories, viz., verbal, non- verbal, written, formal and informal and also the visual communication. As the name denotes, verbal communication is the one which is made orally between the parties concerned. The basic aim under this category is to ensure that the message is essentially conveyed to. Secondly, the non- verbal communication, which includes the kinesics of the body language, the voice or the paralanguage, proxemics or the distance, the haptics concerning the touch, chronemics when it comes to time, and also oculesics concerning the eye contact. Non-verbal communication is essential to play the role of a good leader since it involves interpersonal skills.

The third type of communication is the written form of it and thus the traditional ones, like that of email, letters etc. Formal and Informal communication is used from the context of formality involved within it. So, the letterheads, memos, or emails are categorised as being formal ones, while the use of social media or WhatsApp and also the text messages are informal modes of communication. From the business context, both formal and informal communication has advantages and disadvantages. Procedures can be established, official plans can be documented through formal communications, whereas indulging creativity or encouraging employees are often made possible through informal modes of communication. Lastly, visual communication is the way where informative pamphlets or animations or logos, are used as modes of communicating with the target audiences. But, whatever may be the modes and type of communication, it can sometimes be undervalued and at times becomes underestimated, which can then be perceived as difficult. Inexperienced people become uncomfortable with the process of communication. In order to cause improvement, communication is vital as well as significant. The behavioural change, along with sustainable improvement, can be made possible through communication. The stakeholder’s involvement creates the linkage between the prioritising the goals to the goals that need to be attained (Au-Yong, et al. 2017, p.227). The process of communication involves information gathering, the dissemination of it followed by the storage and finally the deployment within the project concerned. Thus, it can be perceived that for attaining the organisational goals, communication is the core aspect and the most fundamental part of any business.

Multiculturalism or the cosmopolitan nature is nearly similar, and with the globalisation, this is an adorned reality in today’s world. Due to the omnipresence of the multicultural organisations, the diverse cultures, diversity within the workforce is not a striking feature anymore (Bienkowska & Bienkowska 2016, p.125). As the present case study depicts the CataLink as the online marketplace, owned by Elizabeth Hardy and Mary Fisher, so it can be construed that the consumer base or the concerned partner will not be restricted to a single culture, but will showcase multicultural diversity (Lauring & Selmer 2012, p. 166). With the diversity existing within the workforce, it becomes the mandate for the organisation to incorporate a deep understanding of the communication skills so as to improve the efficiency and effectiveness of the organisation. Thus, the knowledge that cultural diversity does exist will help in building teams with the formation of trust, while resolving the conflicts and approaching towards effective collaboration.

Organisational communication is the flow of communication which is desired to be multifaceted, and thus will include the formal along with informal, also the vertical and horizontal, and significantly the verbal and non-verbal, followed by the written and oral. The communication management within the multicultural scenario must be done in such a way that the efficiency and the functional aspect of the organisation do not become stagnant. (Cooren, et al. 2011, p.1158) highlights that the organisations cannot exist on a self-reliant basis on their members, and thus are made through the process of communication. It can be further perceived that the differentiated social systems are the bedrock of any multicultural organisations separated by the negotiated distinctiveness. Due to the continual change which occurs with the organisation, the processes involved within the communication must also be aligned so as to adjust and comply with the new processes or any newly formed relations. The significant failure to apprehend the barriers involved with cross-cultural communication will evolve grave problems (Gebhardt 2014, p.32).

Issues

Communication challenges are inevitable and includes the following:

Language Barrier

The common problem often faced by organisations is the use of multiple languages, where the dealing and meeting involves varied language speakers (Gebhardt 2014, p.32). Although, English is lingua franca, still for the businesses which work across the globe faces crossways when it comes to conveying the message, thus affecting the productivity of the organisation (Lauring & Selmer 2012, p. 166).

Stereotyping and or No- Platforming

Often it is the case that, the people are categorised on the notion of stereotyping based culture, thereby leading to a difference of opinions, conflicts and finally miscommunication (Zhang 2015, p.9), (Lauring & Selmer 2012, p. 166). The preconceived mind with vast suppositions signifies the biased attitude and thus mistake in talent management (Cram & Fenwick 2018, p.260). Stereotyping essentially gives rise to or No- Platforming, when one is suppressed to hold their individual views.

Ethnocentrism of Othering

The cultural relativism or the term ethnocentrism is nothing but the cultural superiority complex, which rationalises that a single culture practised by one is one and above all, thereby lessening the productivity within the workforce culture. So, treating people as inferior, that is the concept of othering is definitely a barrier (Adams & Hanna 2012, p. 444).

Cultural Shock

The accidental encounter faced by the employee when some unknown cultural practice surfaces unexpectedly, causing bewilderment and also arouses the feeling of lack of self-confidence, thereby causing emotionally disappointed (Kathirvel & Febiula 2016, p. 110).

Conflict Resolution- the weakened attitude

The conflict is not viewed with positivity, and thus the resolution of it becomes difficult, which renders negative undertone towards it (Webb, et al. 2017, p. 637).

Tasks’ Completion- Approaches’

One at a time approach or the individualistic approach concentrate on the individual goals whereas the collectivistic lays the emphasis on groups while direct confrontation becomes avoided, it becomes superseded suppression of the disagreement (Kathirvel & Febiula 2016, p. 110).

Decision-Making Styles

The rule of majority or the consensus are the basic approaches taking within the decision making abilities under different cultures (Webb, et al. 2017, p. 637).

Privacy

Privacy within the culture reflects the efficiency and productivity. So, following different orientation the low degree of privacy, low sharing with the public both coexist thereby giving rise to inefficiency.

Developing trust and relationship

Trust and relationship builds a strong association and increases productivity. Cultural differences also help in developing trust and relationship. Often the demonstrated performance is seen as the criteria for trust, while other culture highlights professional interactions as the basis for building trusts. Thus, different cultures can develop misunderstanding without setting individual credibility with each other (Paliszkiewicz 2011, p. 328).

Non-Verbal Communication

Amongst the other types of communications, non-verbal communication is the one which is affected by multicultural orientation. As people from different cultures communicate differently, so misunderstanding often becomes a significant barrier to it. (Gebhardt 2014, p.30).

Resolution

Effective cross-cultural communication can only be made possible if the knowledge of the pitfalls is perceived and understood. The understanding of the issues is significant than taking the conscious effort of its removal. For overcoming the communication challenges, the following the defined steps,

The process of hiring must be carefully constructed so that the evaluation of the potential employees are made possible at the onset of joining the organisation (Rudman 2011, p. 24). The presence of the attitude to work in different culture workplace is a significant point to consider in the talent hiring process.
Lower rate of ethnocentrism can be tested and made a criterion for no- acceptance of the employee to work in different culture workplace.
The support to be provided for the language training so as not to hasten adjustment prior to assigning them with the tasks.
The recognition and admission of the multicultural environment are to be considered by the employees so that employees respect the values, beliefs, perceptions, of other cultures.
Cross-culture training to be provided which will then help in resolving the communication barriers of stereotyping, ethnocentrism, and cultural shock as stated above.
Efficient communication tactic is the very basic requirement for the diverse workforce so open platforms must be made available so that employees can come up with new ideas, and report grievances, by the way of input and feedback.
A clear and transparent understanding of the competitive, as well as the moral advantage of diversity, must be present within the multicultural workplace.

Recommendations

The recommendation for the Australian online marketplace, CataLink are as follows:

Instructional barriers of communication must be avoided so that the use of any particular symbols or phrases do not hurt the feelings or causes othering.
The practice of communication skills must be increased so as to convey the right meaning to the recipient.
Zero- tolerance to no-platforming must be practised to increase cultural diversity
Knowledge must be specific and unambiguous so as communicate in just manner thereby acknowledging the language barrier and helping to interpret faster.
Emotional turbulence like that of anger, or hostility or any form of resentment can be easily misconstrued and thus gets misinterpreted, so thoughts must be conveyed in such a way so as not to severely neglect the culture of an individual
Inappropriate mode of communicating will decrease the openness to accept diversity so, delivery of communication must not be time- consuming so as to create frustration.
Exclusion of an individual must be never be indulged.
Lastly, the seven C’s of communication, i.e., Clarity, Credibility, Content, Context, Continuity, Capability and Channels must be adhered to achieve the results under the multicultural environment Cutlip (1952, p. 728).

Conclusion

The research report is conducted from the perspective of the present case study of Elizabeth Hardy and Mary Fisher, the owners of an Australian online marketplace, who are facing the challenges. The issues of no-platforming, othering and exclusion, are the concerned areas for the owners stated above. Communication being the understanding is for the exchange of information, having an economic role. Effective cross-cultural communication can only be made possible if the knowledge of the pitfalls is perceived and understood. The understanding of the issues is significant than taking the conscious effort of its removal. So, the report highlighted the challenges of communication with the plausible conflict resolution, supported by the recommended measures to be implemented for future practices within the organisation. The report provided the multicultural group’s communication, the barriers to it and also provided the strategies for resolution of the issues within the cultural communication.

References

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